Guest Services Representative

Job Title:            Guest Services Representative

Reports To:        General Manager

FLSA Status:       Non-Exempt

Shifts/Days:  3-4 days per week; 3pm-11pm; other shifts, if needed

Requirements:  Weekday, Weekend, Holidays; rotating shifts

Summary:    The Guest Services Representative is responsible for ensuring guests are checked in and out of the hotel while answering any questions or concerns for the guests/visitors.

Essential Duties and Responsibilities:

• Provides good customer service both in person and over the telephone


• Processes guest check-in and check-out in a hospitable and friendly manner


• Maintains  accurate  guest  and meeting room  status  information  by  completing  thorough reviews as assigned


• Maintains consistent communication especially with all departments


• Completes  necessary  shift  paperwork   


• Balance and complete all daily audit shift paperwork


• Verifies credit cards for authorization using electronic acceptance methods


• Opens and closes  guest  accounts  and assures  guest satisfaction


• Researches and attempts to resolve problem within established guidelines


• Completes the reservation process for both guest rooms and meeting rooms 


• Assists with cleaning the lobby, business center, and office areas 


• Maintains the Market/Suite Shop and Coffee bar


• Processes payments as required


• Set up breakfast bar for breakfast attendant


• Performs all other duties as may be assigned


• Completes all required Marriott and franchise training.


• Other opportunities in other departments, as needed.

Competencies:

• Customer Service - Manages difficult or emotional client and employee situations; Responds promptly to client and employee needs; Solicits client feedback to improve service; Responds to requests for service and assistance; Meet commitments.


• Safety - The employee is safety conscious about the work environment and equipment. The work area is free of debris to prevent trip and slip hazards. All safety guards and other safety devices are in its proper location, are functional, and utilized effectively on a consistent basis.


• Language Skills:  Ability to read, analyze, and interpret documents.  Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.  Ability to interact clearly and effectively, in both written and oral communication, with supervisor, clients, staff, vendors, etc.


• Problem Solving - Identifies and resolves problems in a timely manner; Develops alternative solutions; Uses reason even when dealing with emotional topics.


• Professionalism - Approaches others in a tactful manner; Reacts well under pressure.


• Time Management – Prioritizes work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans.

Qualifications:

Education and/or Experience: High School Diploma (or GED or High School Equivalence Certificate) preferred. 

Hospitality/Hotel Experience: Preferred but not required

Customer Service: 

Ability to deal with customers questions/complaints in a professional and timely manner.  Provide customers with the utmost care and concern. Deal with conflict in a professional and timely manner. Interaction with guests and coworkers clearly and effectively to accomplish the goal.  

Computer and Equipment Skills:

General computer knowledge including but not limited to: Excel, Word, Microsoft Outlook, Access database, Adobe, and Internet Explorer.  Website training a plus.  Must be able to operate a calculator, fax, and printer.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job requires the employee to regularly talk or hear and frequently to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to sit, stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, far vision, color vision, peripheral vision, depth perception, ability to adjust focus, climbing stairs, grasping, and pushing/pulling.